I've stayed here maybe 15 or 20 times over the years, but have recently also come to the conclusion that the value proposition is poor. Minimal upgrade as Diamond Amb, rooms worn, lounge food weak -- we also marveled at those half mini quiches -- although we never had the service failures you describe. As demue says, some of the lounge staff are rather strong and can be incredibly helpful/personable if you get to know them and chat with them during less buys times. We grabbed a reasonable points rate and will be back next month for a 4-night stay; absolutely no chance I'd stay here at £500/nt, though.